TTalentoHC is actively partnered with an organization seeking a L3 IT Support Technician to deliver exceptional customer service and technical support by troubleshooting, triage, and management of incident lifecycle for all supported business groups.
Position Summary
The IT Manager is responsible for leading day-to-day IT operations while serving as the primary escalation point for complex technical issues. The role oversees infrastructure, systems, security, and helpdesk operations, while also providing leadership, project management, and strategic support aligned with business needs.
Technical & Operational Responsibilities
• Serve as the primary escalation point for the IT Support and Helpdesk teams, resolving advanced and complex technical issues.
• Configure, deploy, maintain, and support IT infrastructure including servers, desktops, laptops, mobile devices, and cloud-based systems.
• Respond to technical requests through the helpdesk management system; ensure tickets are tracked through resolution, documented accurately, and added to the internal knowledge base when appropriate.
• Perform routine maintenance and proactive monitoring of servers, networks, and mission critical IT systems.
• Monitor system and network performance to ensure optimal availability, reliability, and uptime.
• Conduct regular error analysis across server systems, applications, and network infrastructure.
• Diagnose and resolve advanced hardware, software, and network-related issues.
• Configure, manage, and support network equipment including switches, routers, firewalls, and wireless infrastructure.
• Review daily network and server performance metrics (availability, utilization, latency); identify trends and recommend improvements.
• Monitor and maintain network security controls, endpoint protection, and security best practices.
• Assist in administration of the SentinelOne Endpoint Detection and Response (EDR) platform.
• Support patch management for workstations, servers, and network infrastructure, including testing, deployment, validation, and issue remediation.
• Administer Microsoft 365/Office 365, Active Directory, Azure AD, and telephony systems, including user lifecycle management.
• Maintain accurate and up-to-date technical documentation, network diagrams, system configurations, and standard operating procedures (SOPs).
Leadership & Management Responsibilities
• Lead, mentor, and supervise IT support staff.
• Act as a technical lead, providing guidance on troubleshooting, architecture decisions, and best practices.
• Review and approve technical work performed by team members to ensure quality, security, and consistency.
• Manage daily helpdesk operations, including ticket queues, escalations, prioritization, and service-level adherence.
• Establish and enforce IT policies, procedures, and standards.
• Oversee onboarding and offboarding of employees, ensuring timely provisioning, and deprovisioning of systems and access.
• Lead IT projects including infrastructure upgrades, cloud migrations, system rollouts, and security initiatives.
• Develop project plans, timelines, and resource allocation; track progress and ensure on-time, on-budget delivery.
• Collaborate with executive leadership and department heads to align IT strategy with business goals.
• Translate technical concepts and risks into clear, business-focused language for non-technical stakeholders.
• Manage relationships with third-party vendors, service providers, and consultants, including issue escalation and resolution.
• Assist with IT budgeting, forecasting, asset lifecycle management, and cost optimization initiatives.
• Participate in capacity planning, disaster recovery planning, and business continuity initiatives.
• Ensure compliance with security, regulatory, and internal governance requirements.
• Maintain daily status reports, ticket reviews, and operational metrics.
• Participate in after-hours and weekend on-call rotations as required.
• Maintain flexibility to work outside standard business hours when necessary to support critical systems, upgrades, or projects.
Education and Experience Requirements
• High school diploma or GED required.
• Bachelor’s degree in Information Systems, Networking Technologies, or a related field preferred.
• Minimum of 5 years of progressive technical support, systems administration, or infrastructure experience.
• 2+ years in a lead, senior, or managerial IT role preferred.
• Strong technical aptitude with excellent troubleshooting and analytical skills.
• Strong leadership, communication, and organizational skills.
• Ability to manage competing priorities in a fast-paced environment.
• Experience managing MSP environments or multi-site organizations.
• Experience with budgeting, vendor contracts, and SLA management.
• Extensive experience supporting:
o Windows 10 and Windows 11
o Windows Server operating systems
• Advanced knowledge of Microsoft 365, Azure AD, Intune, Windows Server, and workstation environments.
• Working knowledge of:
o LAN and WAN technologies
o Network security principles and best practices
• Preferred certifications: CompTIA Network+, Security+, Microsoft, Cisco, or similar.
About Talento HCM:
Talento Human Capital Management provides talent and organizational solutions enabling businesses to evolve beyond tactical human resources management. Our footprint spans across the US, South America, and Asia.
Our organization continues to thrive through our ongoing commitment to building an inclusive and diverse workforce from different backgrounds, perspectives, and skills. Talento Human Capital Management (HCM) is an equal opportunity employer, and people are at the center of what we do!
People + Passion + Perseverance = Progress
